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Oracle Cross-Channel Contact Center Cloud 2017 Implementation Essentials Sample Questions:

1. Which two statements are true when working with add-ins in a Custom Object workspace?

A) It is not possible to automate anything by using an add-in framework in a Custom Object workspace.
B) You cannot obtain a custom object instance directly by using the add-in API. You need to use the Connect web service for SOAP again for the, same.
C) Using the record context, you can obtain an instance of a custom object by passing the package name and object name.
D) IGenericObject is the interface that is available with the add-in API for custom objects.
E) IGenericObject is the interface that is available with the Connect Common Object Model (CCOM) API for custom objects.

2. Which two statements are true about safe mode in relation to add-ins?

A) It allows an agent desktop to log in to the application without any add-ins.
B) It is a setting that must be enabled at the interface level.
C) It allows an agent desktop to log in to the application with local add-in files.
D) It is a profile setting that must be enabled for a profile.
E) It is enabled automatically if the previous shutdown of the agent desktop application did not happen normally.

3. In a contact center setup, there are certain custom objects, such as Asset Repair records, that the contact center agents should be able to update only when the supervisor creates a record for them. The contact center agents should not be allowed to perform creation and deletion operations.
How can this be done?

A) by creating the Contact Center Agents profile and under Permissions > Service tab, selecting appropriate permissions for the custom object
B) by creating the Contact Center Agents profile and under the Permissions > Custom Object tab, selecting appropriate permissions for the custom object
C) by configuring settings at the time of creation of the custom object
D) by creating the Contact Center Agents profile and under Analytics, selecting relevant permissions so that the appropriate reports on the navigation pane will have the necessary actions

4. You have a requirement where there is a need for frequent change in address and phone numbers. Which two actions would you perform?

A) Create custom fields for the address and phone numbers.
B) Update custom fields with the changed address and phone numbers.
C) Update variables with the changed address and phone numbers.
D) Create variables with the current address and phone numbers.
E) Update the standard text with the changed address and phone numbers.
F) Create the standard text with the current address and phone numbers.

5. Which two statements are true about chat surveys?

A) You cannot link customer data back to the chat that is submitted.
B) You can create a chat rule to email a transactional survey to a customer after a chat session.
C) You can create a chat rule to pop up a transactional survey at the end of a chat session.
D) You can send a chat survey only while a customer is on the chat.

Solutions: